When can I escalate my complaint to the Property Ombudsman or Property Redress Scheme?

You can escalate your complaint to The Property Ombudsman or the Property Redress Scheme after completing the agent's internal complaints procedure. This means you must have received a final response from the agent or waited eight weeks without receiving one. If you submit a complaint before exhausting the agent's own process, the redress schemes will return it.

What is the deadline for submitting a complaint to the redress scheme?

Complaints must generally be submitted within 12 months of the agent's final response. Missing this deadline is a common reason for complaints to be rejected. You should also ensure you enclose all relevant correspondence and the agent's final response letter to support your submission.

What documents should I include when submitting my escalation complaint?

You should include your original complaint to the agent, the agent's final response letter (if received), all relevant correspondence between you and the agent, and supporting evidence such as receipts, photographs, or tenancy agreement extracts. You must also confirm that you have not issued court proceedings in relation to the matter.

What types of complaints are not suitable for the redress schemes?

Redress schemes are not appropriate if you are seeking urgent injunctive relief or if you are trying to adjudicate landlord/tenant disputes. They only handle complaints about agents' failure to follow the Code of Practice. If the agent has committed a criminal offence, you should also report it to the police and/or Trading Standards.

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Housing

Housing Law

Updated 2026-05-16

Escalation Complaint to Property Redress Scheme / TPO

Escalation letter submitting an unresolved letting agent or estate agent complaint to The Property Ombudsman (TPO) or the Property Redress Scheme (PRS).

This template was not drafted by a solicitor.

It is an editorial reference based on the official sources we cite. You are responsible for any document you send. For high-stakes matters (court proceedings, large sums, deportation, criminal allegations, child welfare), have a regulated solicitor review or draft your document.

When to use this template

Use this letter after you have completed the agent's internal complaints procedure and received a final response (or waited 8 weeks without a final response). All letting agents and estate agents in England must belong to a redress scheme. The TPO and PRS can award compensation up to £25,000 (TPO) or £25,000 (PRS) for consumers who have suffered financial loss or significant inconvenience due to an agent's failure to follow the Code of Practice.

When NOT to use this template

Redress schemes deal with complaints about agents — they cannot award compensation against landlords or tenants directly, and they do not handle court proceedings. They are not appropriate if you are seeking urgent injunctive relief. If the agent has committed a criminal offence, also report to the police and/or Trading Standards.

Legal Basis

The Redress Schemes for Lettings Agency Work and Property Management Work (Requirement to Belong to a Scheme etc.) (England) Order 2014; The Property Ombudsman Code of Practice; Property Redress Scheme Rules. Complaints must generally be submitted within 12 months of the agent's final response.

Before you send

Submitting before exhausting the agent's internal complaints procedure — the schemes will return complaints that have not completed the agent's own process
Missing the 12-month deadline for submitting to the scheme after the agent's final response
Not enclosing all relevant correspondence and the agent's final response letter

Common Mistakes to Avoid

✗Submitting before exhausting the agent's internal complaints procedure — the schemes will return complaints that have not completed the agent's own process
✗Missing the 12-month deadline for submitting to the scheme after the agent's final response
✗Not enclosing all relevant correspondence and the agent's final response letter
✗Claiming against the scheme for matters outside the agent's Code of Practice — the scheme does not adjudicate landlord/tenant disputes

Build Your Letter

Fill in your details

Complete the fields below. Required fields are marked with *.

Your full name*

Your address*

Your email address*

Date of letter*

Redress scheme name*

Scheme's address*

Agent's name*

Agent's address*

Summary of your complaint*

Date internal complaint was submitted*

Why you are dissatisfied with the agent's response*

The outcome you are seeking*

Optional fields

Agent's scheme membership number (if known)

Date of agent's final response (if received)

Letter preview

[YOUR FULL NAME]
[YOUR ADDRESS]
[YOUR EMAIL ADDRESS]

[DATE OF LETTER]

Case Handler
[REDRESS SCHEME NAME]
[SCHEME'S ADDRESS]

---

Dear Sir or Madam,

**COMPLAINT — LETTING/ESTATE AGENT**
**Agent: [AGENT'S NAME]**

I am writing to submit a formal complaint against [AGENT'S NAME] for adjudication by [REDRESS SCHEME NAME], pursuant to your scheme rules.

**Agent Details**

Agent name: [AGENT'S NAME]
Agent address: [AGENT'S ADDRESS]
Agent's scheme membership number (if known): [AGENT'S SCHEME MEMBERSHIP NUMBER (IF KNOWN)]

**My Complaint**

[SUMMARY OF YOUR COMPLAINT]

**Internal Complaints Process**

I submitted a formal complaint to [AGENT'S NAME] on [DATE INTERNAL COMPLAINT WAS SUBMITTED]. [I received a final response on [DATE OF AGENT'S FINAL RESPONSE (IF RECEIVED)], a copy of which I enclose. / I have not received a final response within 8 weeks.]

I am not satisfied with the outcome for the following reasons: [WHY YOU ARE DISSATISFIED WITH THE AGENT'S RESPONSE].

**The Outcome I Am Seeking**

[THE OUTCOME YOU ARE SEEKING]

**Documents Enclosed**

I enclose the following in support of this complaint:

1. My original complaint to [AGENT'S NAME].
2. The agent's final response letter (if received).
3. All relevant correspondence between me and the agent.
4. Supporting evidence (receipts, photographs, tenancy agreement extracts, etc.).

I confirm I have not issued court proceedings in relation to this matter and I am not aware of any parallel proceedings.

Yours faithfully,

[YOUR FULL NAME]

Unfilled fields appear as [FIELD NAME]. Review the letter carefully before sending. This template is a starting point — adapt it to your specific circumstances.

Related Guides

Tenant Rights Guide

Related Rights

Housing Rights

Official Resources

The Property Ombudsman — Make a complaint →Property Redress Scheme — Make a complaint →

Frequently asked questions

When can I escalate my complaint to the Property Ombudsman or Property Redress Scheme?: You can escalate your complaint to The Property Ombudsman or the Property Redress Scheme after completing the agent's internal complaints procedure. This means you must have received a final response from the agent or waited eight weeks without receiving one. If you submit a complaint before exhausting the agent's own process, the redress schemes will return it.
How much compensation can the redress schemes award?: Both The Property Ombudsman and the Property Redress Scheme can award compensation up to £25,000. This applies to consumers who have suffered financial loss or significant inconvenience due to an agent's failure to follow the Code of Practice. Note that these schemes deal with complaints about agents and cannot award compensation against landlords or tenants directly.
What is the deadline for submitting a complaint to the redress scheme?: Complaints must generally be submitted within 12 months of the agent's final response. Missing this deadline is a common reason for complaints to be rejected. You should also ensure you enclose all relevant correspondence and the agent's final response letter to support your submission.
What documents should I include when submitting my escalation complaint?: You should include your original complaint to the agent, the agent's final response letter (if received), all relevant correspondence between you and the agent, and supporting evidence such as receipts, photographs, or tenancy agreement extracts. You must also confirm that you have not issued court proceedings in relation to the matter.
What types of complaints are not suitable for the redress schemes?: Redress schemes are not appropriate if you are seeking urgent injunctive relief or if you are trying to adjudicate landlord/tenant disputes. They only handle complaints about agents' failure to follow the Code of Practice. If the agent has committed a criminal offence, you should also report it to the police and/or Trading Standards.